--- title: "Clarity in our Service: Introducing the new CEAD Service Policy" description: CEAD introduces its new, standardized Service Policy effective Jan 1, 2026, to provide transparent and consistent support for all customers. --- [Skip to content](https://knowledge.ceadgroup.com/cead-service-policy-2026#main-content) - [English](https://knowledge.ceadgroup.com/cead-service-policy-2026) - [Deutsch](https://knowledge.ceadgroup.com/de/was-ist-die-neue-cead-service-policy) - [Español](https://knowledge.ceadgroup.com/es/qué-es-la-nueva-política-de-servicio-de-cead) - [Français](https://knowledge.ceadgroup.com/fr/en-quoi-consiste-la-nouvelle-politique-de-service-cead) - [Italiano](https://knowledge.ceadgroup.com/it/che-cosè-la-nuova-politica-di-assistenza-cead) English Show submenu for translations [My Tickets](https://knowledge.ceadgroup.com/tickets) [![](https://knowledge.ceadgroup.com/hs-fs/hubfs/CEADlogo2020cam.png?width=120&height=90&name=CEADlogo2020cam.png)](https://knowledge.ceadgroup.com/) - [Knowledge Base](https://knowledge.ceadgroup.com/) - [Documentation Hub](https://knowledge.ceadgroup.com/en/documentation-hub) - [Training Hub](https://knowledge.ceadgroup.com/en/training-hub) - [Tickets](https://knowledge.ceadgroup.com/tickets?status=all&view=my_tickets&offset=0) - Other sites Show submenu for Other sites - [CEAD Homepage](https://ceadgroup.com/) - [CEAD Vacancies](https://careers.ceadgroup.com/) - [Privacy Policy](https://ceadgroup.com/privacy-policy/) - [Service Policy](https://knowledge.ceadgroup.com/hubfs/Policies%20%2B%20Terms%20and%20Conditions/GEN_SUP_20260211_Service-Policy-v1.1.pdf) - [Terms & Conditions](https://ceadgroup.com/wp-content/uploads/2023/07/20221201-CEAD-Terms-and-Conditions.pdf) Open main navigation Close main navigation - [Knowledge Base](https://knowledge.ceadgroup.com/) - [Documentation Hub](https://knowledge.ceadgroup.com/en/documentation-hub) - [Training Hub](https://knowledge.ceadgroup.com/en/training-hub) - [Tickets](https://knowledge.ceadgroup.com/tickets?status=all&view=my_tickets&offset=0) - Other sites Show submenu for Other sites - [CEAD Homepage](https://ceadgroup.com/) - [CEAD Vacancies](https://careers.ceadgroup.com/) - [Privacy Policy](https://ceadgroup.com/privacy-policy/) - [Service Policy](https://knowledge.ceadgroup.com/hubfs/Policies%20%2B%20Terms%20and%20Conditions/GEN_SUP_20260211_Service-Policy-v1.1.pdf) - [Terms & Conditions](https://ceadgroup.com/wp-content/uploads/2023/07/20221201-CEAD-Terms-and-Conditions.pdf) - - [English](https://knowledge.ceadgroup.com/cead-service-policy-2026) - [Deutsch](https://knowledge.ceadgroup.com/de/was-ist-die-neue-cead-service-policy) - [Español](https://knowledge.ceadgroup.com/es/qué-es-la-nueva-política-de-servicio-de-cead) - [Français](https://knowledge.ceadgroup.com/fr/en-quoi-consiste-la-nouvelle-politique-de-service-cead) - [Italiano](https://knowledge.ceadgroup.com/it/che-cosè-la-nuova-politica-di-assistenza-cead) English Show submenu for translations - [My Tickets](https://knowledge.ceadgroup.com/tickets) How can we help you? - There are no suggestions because the search field is empty. 1. [CEAD Knowledge Base](https://knowledge.ceadgroup.com/) 2. [Commercial information](https://knowledge.ceadgroup.com/commercial-information) 3. [Service policy](https://knowledge.ceadgroup.com/commercial-information#service-policy) February 11, 2026 # Clarity in our Service: Introducing the new CEAD Service Policy ## Learn about the new, standardized CEAD Service Policy, effective January 1, 2026, which ensures transparency and consistency for all customer service interactions. At CEAD, we continuously strive to improve and professionalize our service and support. To serve you even better and ensure a consistent, fair service experience for all our customers, we are introducing our new, standardized **CEAD Service Policy** effective **January 1, 2026**. ### Why a new Service Policy? In the past, service requests were handled in various ways. This could lead to ambiguity regarding expectations, turnaround times, and costs. The new Service Policy establishes a single, central framework for all service interactions. This ensures: - **Transparency:** Clear agreements on how service requests are submitted, assessed, and invoiced. - **Consistency:** A uniform approach for all customers, ensuring a predictable service experience. - **Clarity on Service Levels:** A clear distinction between the baseline service defined in the policy and the enhanced commitments available through our Service & Success contracts. ### What does this mean for you? The Service Policy forms the **foundation for all services** provided by CEAD, applying to both customers with and without a service contract. The key points are: - **Baseline for Everyone:** The Service Policy defines the standard procedures, communication channels, and billing principles for all service interactions. For customers without a specific Service & Success contract, this policy entirely dictates the terms of service (support based on availability, no guaranteed response times or priority, all work billable after initial assessment). - **Enhanced Service via Contracts:** For customers requiring higher levels of certainty, predictability, and guaranteed access to our expertise, our **Service & Success contracts** build upon the Service Policy. These contracts offer specific, measurable service targets, priority handling, included services, and discounts that enhance the baseline defined in the policy. ### View the Full Service Policy We encourage **all customers** to read the full Service Policy to understand the foundational procedures and conditions for our services. You can find the document here: [CEAD Service Policy (v1)](https://knowledge.ceadgroup.com/hubfs/Policies%20and%20Contracts/GEN_SUP_20251027_Service-Policy-v1.pdf)   **Update February 2026 - the service policy has been adapted.** [CEAD Service Policy v1.1 - Update February 2026](https://knowledge.ceadgroup.com/hubfs/Policies%20+%20Terms%20and%20Conditions/GEN_SUP_20260211_Service-Policy-v1.1.pdf) ### Questions? Do you have questions about the new Service Policy or want to know more about which Service & Success contract best suits your needs? 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